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High Performance Project ServiceEmpowering with Microsoft Dynamics CRM Project Service
Introductions Who is PowerObjects
The CRM Landscape Project Service, Sales, Marketing, Customer Service, Field Service
Project Service Why Project Service Automation
DemoPractice Manager, Sales, Project Manager, Resource Manager, Team Member
Questions What, Why, Where, When, Who, How
Agenda
PowerObjects: Why PowerObjects
Satya NadellaCEO Microsoft
1,175 Active Microsoft Dynamics CRM Customers
300 + Onshore / 50 + Offshore Microsoft Dynamics CRM Resources
50 + Offshore Microsoft Dynamics CRM Resources (Chennai, India)
Largest Dedicated Microsoft Dynamics CRM Support Desk
250,000 PowerPack Users Worldwide
Project Service Automation Practice Director
PowerObjects
Robert Justen
Robert.Justen@hcl-powerobjects.com
612.339.3355
Meet Your Panelist
PowerObjects: Our Practices
#1 GrowthHeavy InvestmentsExpansionDelivery Center
Customer Care Field Service Project Service
Engineered Assets & Accelerators
Educational & Training Curriculum
Microsoft Product Team Alignment
Webinars & Events
Delivery Onboarding
Microsoft Dynamics CRM : Changing Landscape
• SalesforceAutomation
• LeadManagement
• OpportunityManagement
• SalesForecasting
• Reporting
• Sales Analytics• Campaigns• Web Forms• Surveys• Social• Nurture• Marketing
Automation• Workflow
• ProjectManagement
• Time& Expense
• ResourceUtilization
• ResourceManagement
• Billing• Project
Profitability• Project
Reporting• Project
Analytics• Collaboration
• Global Case Management
• Omni-channel: Phone, Email, Chat, SMS/Text, Mobil, Portal to Case, Fax, Social Engagement, Field, IoT
• Knowledge
Management • Agent Desktop• Agent Scripting• Session
Management• Inquiry Type
Segmentation• Application
Unification
• Scheduling & Dispatch
• Work OrderManagement
• AssetManagement
• OperationalReporting
• Analytics• Mobility
• SLA’s• Knowledge Base• RMA / RTV• Warranty
Tracking• Inventory
Management• T & E• IoT
Project-centric companies and departments are everywhere
B2B&B2C
B2B
Departmental Functions
General Counsel
Marketing
Leadership
HR
Finance
Operations
Facilities
IT
Management Consulting Services
Marketing, Advertising & PR Services
Staffing Services
Accounting Tax & Finance Services
Building Services
Legal Services
Industrial & Field Services
Information Technology Services
SalesSales Support Services
Pure Service Providers
Services to End Buyers
(via captive service functions)
Inspection &
Compliance Services
Installation &
Maintenance Services
Advisory &
Training Services
Agencies and companies in any industry
Color Key
Field Service
Project Service
Dynamics CRM Project Service
Project ServiceExperience
Opportunity
Management
Project
Planning
Resource
Management
Team
Collboration
Time and
Expense
Customer Billing
Sharepoint Office 365Social
EngagementAzure Power BI ERP
Process maturity drives business performance
Level 1 Level 2 Level 3 Level 4 Level 5
SPI Research analysis for Microsoft based on 2016 Professional Services Maturity™ Benchmark study data for 257 organizations with over 100 employees and an average size of 1,315 employees.
“Maturity is determined through alignment
and focus within and across functions.”
Top 5% Best-of-the-Best organizations show
36% profit
as opposed to 2.1% for the bottom
55%
Copyright © 2016 HCL Technologies Limited | www.hcltech.com
Maturity = Alignment
Multiple Systems Hurts Alignment
Most PSOs have 3+ places to look across functions
How Profitable are your projects
How utilized are your resources
How accurate are your estimates
What we are seeing…
13% - 40% Increase in Pipeline vs Forecast!
6% - 20% Increased PS Revenue!
10% - 15% Increase in On Time Delivery!
10% - 15% Number of Concurrent Project by One PM!
5% - 10% Increase in Billable Utilization!
15% - 30% Increase in CSAT/NPS Scores!
Source: SPI Research analysis for Microsoft based on 2016 Professional Services Maturity
Solving Real Business Problems…
DEMO AGENDA
WHAT WHY WHERE WHEN WHO HOW
Any Questions ???briefing complete.
Project Service Automation Practice Director
PowerObjects
Robert Justen
Robert.Justen@hcl-powerobjects.com
612.339.3355
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